We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 130332 results
-
Decision Reference DRN-4848960
30 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4848960 The complaint Mrs M and Mr M complained to National Savings and Investments about issues they were experiencing when trying to log into their account and make a transaction. What happened Since December 2023, Mrs M and Mr M have been experiencing issues when trying to log in... (2 pages)View decision -
Decision Reference DRN-4843931
30 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4843931 The complaint Mrs S is unhappy that Ageas Insurance Limited (Ageas) cancelled her motor insurance policy. What happened Mrs S took out a motor insurance policy in June 2023. She said that she had purchased her car in June 2022. In July 2023 Ageas received notification that t... (3 pages)View decision -
Decision Reference DRN-4914695
30 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4914695 The complaint Mr H is complaining about the amount Admiral Insurance (Gibraltar) Limited (Admiral) have paid to settle a claim he made on his car insurance policy. What happened In November 2023 Mr H was involved in a car accident. So he contacted Admiral to make a claim thr... (4 pages)View decision -
Decision Reference DRN-5042999
30 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5042999 The complaint Mr N complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr N is being represented by a claims management company, however, for e... (7 pages)View decision -
Decision Reference DRN-5050917
30 Sep 2024 Equifax Limited UpheldConsumer CreditDRN-5050917 The complaint Mr A complains about third party information as well as incorrect information showing on his Equifax Limited credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In April 2023, M... (3 pages)View decision -
Decision Reference DRN-5018718
30 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5018718 The complaint Ms J complains that HSBC UK Bank Plc (HSBC) have created two profiles for her. She says that has created confusion about the amount outstanding on her account. What happened Ms J opened a new credit card account with HSBC in June 2023. She transferred balances ... (2 pages)View decision -
Decision Reference DRN-5011707
30 Sep 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-5011707 The complaint Mr D has complained about the delays in transferring his pension held with Liverpool Victoria Financial Services Limited (‘LV’) to Legal and General (‘L&G’) to purchase an annuity. Mr D has stated that delays caused by LV resulted in a quoted annuity rate e... (5 pages)View decision -
Decision Reference DRN-5050460
30 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5050460 The complaint Mr B says that after he made a claim on his motor insurance policy when his car was written- off, Liverpool Victoria Insurance Company Limited (‘LV’) didn’t settle it properly. What happened Mr B’s car was on a lease arrangement whereby he paid a lease firm (‘... (3 pages)View decision -
Decision Reference DRN-4983151
30 Sep 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4983151 The complaint Mr and Mrs P say that The Co-operative Bank Plc (“Co-op”) gave them wrong advice about when they could make an overpayment to their mortgage. They want Co-op to backdate their payment to the first possible point when it could have been made. What happened Whils... (3 pages)View decision -
Decision Reference DRN-5049544
30 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5049544 The complaint Ms A complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties.... (9 pages)View decision